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Meraki - not impressed

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Getting noticed

Meraki - not impressed

So this is my story regarding Meraki.   Our Cisco rep suggested we look Meraki firewalls as a replacement two years ago.  It took us two months to be able to configure them and use them.  This was working with both Cisco and Meraki technicians.  We have what we thought was a fairly simple architecture.  Two Ciscos 3850 switches (not stacked) and two Meraki mMX84 firewalls.   We wanted to ensure complete redundancy in case of hardware failure.  That took two months to get a configuration to work.  The documentation provided by Meraki did not work.  I see it has since changed.

 

Now we have been having other issues.  The first case I opened was in regards to problems with bandwidth.  We are not getting the bandwidth on these firewalls that we should.   The tech that worked on the case had me upgrade the firewall to pre-release firmware and when that did not work did an RMA.  There was no other troubleshooting done.  I then opened a ticket because I was working on our firewall rules and needed a way to verify each rule.  I was told by the tech that it wasn't possible.  I tried pushing the issue and finally had to tell him to close the case.  I opened an second case and the tech immediately told me how to check the syslogs and verify the rules.  

The last case I opened was because when our firewalls failover it is not working properly.  I was told the tech would have to view a failover to see what was happening.  I scheduled an after hours outage for it and notified support.  I was told just to call in.   I called in and sat in a queue waiting for a tech for over an hour and finally gave up.  I don't believe that when you are calling in to tech support that over an hour on hold is an acceptable level of support.  

The part that concerns me is that Meraki does not seem to be concerned over over any of this.  If we hadn't purchased five year licensing with these firewalls I probably would be looking at replacements rather than support at this time.

5 REPLIES 5
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Getting noticed

Re: Meraki - not impressed

Sucks to hear that.  We have about 30 clients that are all 100% Meraki.  I've never had any issues with support and find them just as good as Cisco support.  Hopefully they can get your issues fixed and you can get a better opinion of their product.

 

 

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Kind of a big deal

Re: Meraki - not impressed

That is a pretty bad experience.

 

It sounds like the Cisco partner that helped with the deployment didn't quite know enough to help you make a smooth transition.  We've only had great experiences.

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Getting noticed

Re: Meraki - not impressed

It wasn't the Cisco partner it was Meraki.  The documentation they supplied was wrong and it took two months to convince them of that.  They changed the documentation.

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Kind of a big deal

Re: Meraki - not impressed

It sounds like the Cisco Partner hadn't done that kind of deployment before.

 

The documentation being wrong is not good either.  It just makes your experience worse.

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Building a reputation

Re: Meraki - not impressed

@Gordon  really sorry for that experience, but i have followed through the number of issues you have just raised  i can tell you they are workable you just needed some deep understanding on how meraki devices and there configurations work i won't speak for meraki support here but i would advice you sometimes when you have such issues it is better to put them here in the community first you will get answers from different people who might have faced the similar issues  

 and got them solved am not saying you should not involve the support but always try this platform also.... just my suggestion. .

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